Metrician is a modularly designed application that can be used and maintained entirely through a modern webbrowser.
It provides complete insight into your organisation's performance, on any level of detail, in split seconds.
Even in very large databases that contain over 170 million metrics.
How? By utilising the latest design principles and OLAP-based Business Intelligence.
Moreover, by making use of our vast experience in developing high volume transactional webapplications.
Application architecture
The application is accessed via three main sections:
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Administative section:
This section is only accessible to controllers and support office.
Controllers handle the configuration of the application and support office handles
the follow up on system alerts or user feedback.
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Employee section:
This part is accessible for multiple userroles.
Board users will use it for reports on sales, quality or operation.
Business unit managers can maintain customer contracts and data-entry employees can enter sample data.
This is done through the webinterface of PDA/smartphones, using GPRS/EDGE/UMTS/WIFI connections.
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Customer section:
Here, global customers gain insight into the delivered performance by your company.
Contract owners can login to review the performance of their contract.
Each of these sections features scoped, role-based functionality, so users only have access to information that is relevant to them.
Users can be assigned to multiple departments and to multiple roles.
SLA architecture
Main actors are the customer, the service provider and a contact. Each can have a hierarchical structure.
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Contract:
A Service Level Agreement is defined by a customer, a service provider and a contract.
Each can have a hierarchical structure. An SLA contract consists of a number of performance indicators,
that are to be measured over a specific time. It is mutually agreed upon by both customer and service provider.
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Indicator:
Each indicator needs to be S.M.A.R.T. (Specific Measurable Achievable Relevant Time framed).
For each contact indicator a target score and a target value is determined in agreement with the customer.
For instance, a valid indicator specification would be: "in 94% of the cases, the waiting is less then 5 minutes".
In this example the target score is "94%" and the target value is "5 minutes".
Based on the total number of estimated transactions per contract indicator, a suggested minimum sample size per indicator is determined.
Data-entry for each indicator is done on a regular basis and can be done manually, batch wise or via an
automated procedure. Automated reminders are scheduled for missed data-entry deadlines.
Various standard indicator unit types are supported, like boolean (passed/failed), numeric
(4 broken per 5000 units), percentage (98.2% uptime), scaled (score between 1 and 5) etc. etc.
Performance calculation is done by comparing actual score to target score.
This can be done linearly or via a user specified function.
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Indicator hierarchy:
Indicators can be grouped hierarchically with unlimited depth.
On each group, aggregation rules can be set.
This may be done to define how to aggregate underlying indicators and subgroups.
Also, aggregation rules can be defined to compare a group score in one contract to another contract.
Metrician can be used not only to specify the actual SLA contract,
but also as a repository for related documents like manuals and procedures.
